Check-in Troubleshooting

Most door problems have a quick fix. Start with the one that matches what you see.

The scanner is blank or will not load

1. Refresh the page (pull down on mobile, or Ctrl+R / Cmd+R).
2. Close the tab and reopen the scanner link.
3. If you added the scanner to your iPhone home screen, delete it and reopen the link in Safari.
4. Try a private/incognito window, or another device. The access code works on any phone or tablet.

The scanner needs a connection to load the first time.

The camera will not start

• Allow camera access for the site (look for the camera icon in the address bar, or check your phone's browser settings).
• Close other apps that may be using the camera.
• On iPhone use Safari; on Android use Chrome.
• If it still fails, use Enter ticket code or Search instead.

A QR code will not scan

Ask the guest to turn up their screen brightness, and turn on the flashlight button (shown next to Stop Scanner on devices that support it). If the code is damaged, type the ticket code, or tap Search and look the guest up by name, email or ticket code, then tap Check In.

A scan shows amber or red

• Amber, "Already checked in": the ticket was scanned before. Ask whether they came through another entrance. Recent scans shows the latest check-ins.
• Red: the ticket is not valid here. The message says why, for example it was refunded, it is for a different event, or the code is not a real ticket. Ask the guest to open the QR code from their ticket email rather than a screenshot. A refunded ticket cannot be checked in; the guest should speak to the organizer.
• "Event is paused": check-in is off while the event is paused. The organizer needs to publish the event again from the dashboard.

A guest has no QR code

Tap Search in the scanner, find them by name, email or ticket code, and tap Check In. On paid plans this also works offline, using the attendee list saved on the device (search by name or ticket code).

Staff cannot get in

• Sign-in link expired or already used: each link lasts 8 hours and works once. Staff can open the scanner link and type the access code instead, or the organizer can send a new link with Send to Staff on the event's Check-in tab.
• Access code rejected: check it against the code on the Check-in tab. If the organizer clicked Regenerate code, the old code no longer works.
• Scanner asks for the code again: the session ended. Organizers who are signed in to the dashboard can click Start Scanner again and get straight in; door staff re-enter the access code.

No internet at the venue

• Paid plans: scanning continues using the attendee list saved on the device. An amber banner shows you are offline and how many scans are waiting. They sync automatically when you reconnect.
• Free plan: scanning needs a connection. Use your exported attendee list (from the Attendees tab) and check guests in on the scanner once you are back online.

While a device is offline, a ticket scanned at two entrances at once cannot be caught until both devices reconnect.

A scan says it will retry

On paid plans, if a scan cannot reach the server it is kept on the device and retried automatically. Check the Wi-Fi or mobile signal. Your queued scans are not lost if you close the scanner.

Other devices do not show my check-ins

Live sync across devices is a paid-plan feature. If it drops, the scanner falls back to checking for updates every 10 seconds, and counts catch up once devices reconnect. Each device's own check-ins are recorded either way.

Emergency: nothing is working

1. Switch to a backup device and open the scanner link with the access code.
2. If no device works, check names against your exported attendee list and note who you admit.
3. Check those guests in afterwards from the event's Check-in tab using Search. Do it soon: about a day after the event ends it is marked as ended and scans are no longer accepted.

Still stuck? Contact support.